Lakita M. McSwain
Greensboro,NC
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Charter Communications, Time Warner Cable
Greensboro, NC
06.2019 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Fielded average of 40-50 inbound phone calls to deliver support and remotely resolve service issues
Customer Service Representative Team Lead
Alorica
Greensboro, North Carolina
01.2018 - 05.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained financial accounts by processing customer adjustments.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Call Center Representative, Floor Support
Conduit Global
McLeansville, North Carolina
03.2017 - 01.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Hiring and Recruiting Manager
McDonalds
Randleman, North Carolina
01.2015 - 01.2017
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications.
- Developed lists of qualified candidates for corporate hiring managers.
- Streamlined recruiting processes for entire team.
- Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
Waitress Supervisor
Capri's Pizza Inc
Randleman, North Carolina
01.2014 - 01.2015
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Trained staff members on use of POS system.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Managed food resources, memorized orders and coordinated customer service.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
Home Health Aide
No Place Like Home
01.2013 - 01.2014
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Completed entries in log books, journals and care plans to accurately document and report patient progress.
- Assisted disabled clients to support independence and well-being.
Education
Associate of Science - Business Administration
Guilford Technical College
Greensboro, NC06.2024
High School Diploma -
Randleman High School
Randleman06.2013
Skills
- Technical Instruction
- Collaborative Team Player
- Troubleshooting and Diagnosing
- Account Administration
- Resolving Problems and Incidents
- Organizational Skills
- Managerial
- Data Connectivity
- Supervisor Collaboration
Timeline
Technical Support Specialist
Charter Communications, Time Warner Cable
06.2019 - Current
Customer Service Representative Team Lead
Alorica
01.2018 - 05.2019
Call Center Representative, Floor Support
Conduit Global
03.2017 - 01.2018
Hiring and Recruiting Manager
McDonalds
01.2015 - 01.2017
Waitress Supervisor
Capri's Pizza Inc
01.2014 - 01.2015
Home Health Aide
No Place Like Home
01.2013 - 01.2014
Associate of Science - Business Administration
Guilford Technical College
High School Diploma -
Randleman High School
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